Technical Support Engineer

This shift-based technical support role bridges healthcare customers and internal engineering teams for a clinical AI platform used in medical centers worldwide. The position emphasizes production incident response, deep troubleshooting across distributed systems, and proactive customer communication within a fast-paced SaaS environment.

• Serve as the primary technical owner for complex customer issues and escalations spanning multiple systems and services
• Coordinate incident response by triaging production alerts, partnering with engineering, and documenting incidents through resolution
• Diagnose production issues using logs, system metrics, SQL queries, and analysis of distributed system behavior to identify root causes
• Develop and maintain troubleshooting documentation, runbooks, and operational processes that strengthen overall platform reliability
• Share technical insights and best practices with the broader support organization as an internal technical resource

• At least two years of experience in technical support, production support, technical operations, or a similar customer-facing technical role
• Strong troubleshooting and analytical skills, with proficiency using SQL to investigate data and identify root causes
• Ability to analyze system behavior, investigate anomalies, and debug issues across distributed systems and application layers
• Demonstrated success partnering with engineering teams to elevate issues with technical context and drive timely resolution
• Comfort operating in fast-paced production environments, including handling incidents, alerts, and time-sensitive customer issues
• Exceptional communication skills with a customer-first mindset, including availability for off‑hours customer calls when needed

• Experience with incident response, production alerting, or on‑call rotations in live production environments
• Familiarity with observability platforms such as Datadog, Grafana, or New Relic, and ticketing tools like Salesforce, Jira, or Slack
• Exposure to SaaS or cloud‑based platforms, plus basic scripting or automation skills in Python, Bash or similar languages
• Familiarity with cloud infrastructure such as AWS, GCP, or Azure, or debugging API integrations and authentication mechanisms

• Remote‑first workplace with flexibletimeoffcoordinatedalongside teamandproject needs
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• 401(k) planwithcompanymatchlifeinsuranceandbothshort‑andlong‑term disability coverage